PL-7008: Create agents in Microsoft Copilot Studio

In this learning path, you’ll learn how to create custom agents in Copilot Studio and practice your skills with a guided project.

Today, organizations look for more effective ways to deliver customer service solutions to their customers. Customers seek faster and more precise self-service support options, while businesses seek to satisfy their customers with faster, better customer service. The intersection of these needs can be met with Microsoft Copilot Studio. Microsoft Copilot Studio provides businesses with a way to build a library of the most easily answered questions and offer a user experience that helps customers retrieve that information with fast and simple queries by using custom agents. Microsoft Copilot Studio is simple for nontechnical users to write and expand quickly. It’s desirable for customers who are accustomed to searching the internet for answers to their questions.

An agent is a form of AI that simulates human conversation through a chat interface. Agents listen for keywords and phrases that relate to the library of known, common customer issues (topics) that are stored in the agent, and it returns answers quickly and iteratively as the customer continues the chat. The agent continues to check if the customer’s question has been answered and then refines its selection of topics to solve the customer’s problem.

Adopting agents into your organization’s service structure provides many benefits, including:

• Reducing assisted support inquiries – Customers don’t always need to connect with agent makers to get answers. Simple or common issues can be resolved by displaying topics, knowledge base articles, or FAQ pages.
• Seamless integrations with other systems – Integrations with customer relationship management systems let organizations include relevant and personal information in conversations as needed. It also allows a conversation to be transferred, including its details, to an agent maker when needed.
• Task automation – Follow-up functions and actions, such as scheduling meetings, assigning cases, sending follow-up emails, surveys, and more, can be initiated from the agent. With Microsoft Power Automate, custom workflows and automated actions can be configured so that the agent can run, with the customer’s permission, to automate resolution of the customer’s issue.
• Generative answers – Generative AI can be used to create more personalized and conversational interactions. Data sources for generative AI include public facing websites, internal SharePoint sites, documents, Azure OpenAI, and more.

MODULE 1
Build an initial agent with Microsoft Copilot Studio

This module describes how to create agents by using Microsoft Copilot Studio.

MODULE 2
Manage topics in Microsoft Copilot Studio

Microsoft Copilot Studio uses topics, which are like small conversations related to a specific subject. A Microsoft Copilot Studio agent typically includes many topics. This module introduces you to the basic principles of topics such as trigger phrases and conversation paths and how to create them.

MODULE 3
Manage topics in Microsoft Copilot Studio

Microsoft Copilot Studio uses topics, which are like small conversations related to a specific subject. A Microsoft Copilot Studio agent typically includes many topics. This module introduces you to the basic principles of topics such as trigger phrases and conversation paths and how to create them.

MODULE 4
Work with entities and variables in Microsoft Copilot Studio

Microsoft Copilot Studio allows organizations to quickly create agents based on business scenarios their customers and employees can easily interact with as needed. Items like topics can be easily created by subject matter experts with no coding required, to create intelligent conversation paths to help guide individuals down as they interact with the agents. The agent authoring functionality provided by Microsoft Copilot Studio provides a great starting point for organizations to build intelligent agents.

MODULE 5
Enhance Microsoft Copilot Studio agents

Many times, you might need to leverage or integrate other technologies for your agent to provide the experience you want. This module examines some of the methods that you can use to enhance your Microsoft Copilot Studio agents such as leveraging Power Automate flow to add actions, and transferring conversations from an agent to Omnichannel for Customer Service.

MODULE 6
Create an agent with Microsoft Copilot Studio and Dataverse for Teams

Employees who have quick access to information make better decisions, reduce errors, and save money. Agents create a personalized experience that simplifies how employees get information. Microsoft Copilot Studio and Dataverse for Teams create intelligent agents to quickly respond to employee needs without building high-code solutions.

MODULE 7
Guided Project – Create agents with Microsoft Copilot Studio

This module describes how to create agents by using Microsoft Copilot Studio. Microsoft Copilot Studio allows you to create agents by using natural language. It uses the power of Microsoft 365 Copilot to generate topics, trigger phrases, and responses for your agent. This module also briefly covers how to use the Generative Answers feature to improve your agent responses.

Prerequisites

• Familiarity with Microsoft Copilot Studio.